Customer Success Executive

Location: Noida
Employment Type: Full-Time
CTC: ₹3.0 – ₹4.8 LPA (depending on experience and fit)

Role Summary

The Customer Operations & Support Associate is responsible for managing customer onboarding and offboarding processes, monitoring system-generated communication triggers, and providing first-level operational support. The role acts as a key point of coordination between customers and internal teams to ensure seamless customer lifecycle management and timely resolution of operational queries.

Key Responsibilities

Customer Onboarding

• Manage the end-to-end onboarding process for new customers.
• Coordinate with internal stakeholders to ensure timely account setup and activation.
• Verify customer information and maintain accurate records.
• Assist customers throughout the onboarding journey and address process-related queries.

Customer Offboarding

• Handle customer offboarding/offloading requests as per defined processes.
• Ensure completion of all required closure activities and documentation.
• Coordinate with relevant teams for smooth account deactivation and transition.

Communication Monitoring & Operations

• Monitor system-generated messages, alerts, notifications, and communication triggers throughout the day.
• Take timely action on operational alerts and customer-related notifications.
• Track pending requests and coordinate with internal teams for closure.

First-Level Operational Support

• Act as the first point of contact for routine customer and operational queries.
• Log, track, and resolve basic operational issues within defined timelines.
• Escalate complex issues to the appropriate teams and follow up until resolution.
• Maintain accurate records of support requests and actions taken.

Process Coordination & Reporting

• Maintain customer records and operational documentation.
• Ensure compliance with defined processes and service standards.
• Prepare operational reports and dashboards as required.
• Identify recurring issues and recommend process improvements.

Required Skills

• Strong verbal and written communication skills.
• Excellent coordination and follow-up abilities.
• Customer-centric mindset with strong attention to detail.
• Ability to multitask and manage priorities effectively.
• Proficiency in MS Excel, Google Sheets, and CRM/support tools.
• Basic understanding of customer operations and support processes.
• Basic understanding of SQL and ability to run simple queries for data validation, reporting, and troubleshooting purposes.

Preferred Qualifications

• Graduate in any discipline.
• 1–3 years of experience in Customer Operations, Customer Support, Customer Success, Process Operations, or related functions.

Key Competencies

• Customer Focus
• Ownership & Accountability
• Process Orientation
• Coordination & Stakeholder Management
• Problem Solving
• Time Management